Think about the last time you needed help online. Maybe you were trying to fill out a form, reset a password, or check out. You got stuck, so you contacted support. The agent offered to share your screen.
Sounds helpful, right?
Sometimes it is. But today’s customer journeys are more complex. Screen sharing alone often falls short.
Let’s break down why.
What is screen sharing?
Screen sharing lets a support agent see your screen in real time. You might also be able to see theirs. It’s like saying, “Look at what I’m seeing.”
This can help agents understand your problem faster.
But seeing isn’t the same as helping.
The problem with screen sharing
Screen sharing is mostly passive. That means the agent is watching, not doing.
Here’s what that looks like in real life:
- The agent tells you where to click
- You try to follow along
- You get confused or click the wrong thing
- You both get frustrated
It turns into a game of “now click there… no, the other button.”
This slows everything down at a time when customer expectations are higher than ever: In a Salesforce survey of over 6,000 customer service professionals, 82% agree that customer expectations are higher than they used to be.
than they used to be
Customers need more than instructions
Modern customers expect fast, easy help. They don’t want long explanations. They want things to just work. That’s where screen sharing falls short.
It depends on the customer to do the work. But not every customer feels comfortable:
- Some aren’t tech-savvy
- Some are stressed or in a hurry
- Some are using a phone with a small screen
In these moments, words aren’t enough.
The rise of guided customer experiences
Modern support is moving beyond screen sharing; it’s becoming more interactive.
Instead of just telling customers what to do, agents can guide them directly on the screen.
This is often called a guided experience.
Here’s the difference:
Screen sharing: “Click the blue button at the top right.”
Guided help: The agent highlights or points to the button for you
Even better, in some cases, the agent can help complete the step with you.
This removes confusion and builds confidence.
Why this matters for businesses
When customers get stuck, they’re more likely to leave. This can mean lost sales and unhappy users.
Better support leads to:
- Faster problem solving
- Higher customer satisfaction
- More completed purchases
- Less stress for agents
An independent report found that Glance Guided CX reduced average handle time (AHT) by 20%.
Guided experiences help teams move from “explaining” to “showing.” And showing is much more powerful.
Screen sharing still has a place
To be clear, screen sharing is not useless.
It can be helpful for:
- Simple troubleshooting
- Quick visual checks
- Internal team collaboration
But it shouldn’t be the only tool in your toolkit.
Think of it as a starting point, not the full solution.
Frequently Asked Questions
Screen sharing lets a support agent view a customer’s screen in real time to understand and troubleshoot issues.
Screen sharing only allows agents to watch and give instructions. It doesn’t let them guide or assist directly, which can slow down support and confuse customers.
A guided customer experience allows support agents to interact with the customer’s screen by highlighting, pointing, or helping complete actions, making support faster and easier.
Guided support tools like Glance can reduce confusion, speed up problem solving, improve customer satisfaction, and help increase conversions.
Screen sharing lets an agent see your whole screen, including other tabs and apps. Co-browsing lets the agent guide you only on a specific website, which is safer and more focused.
Screen sharing can be safe, but it may expose private information if not used carefully. Co-browsing tools often include better privacy controls, like masking sensitive data.
Yes, screen sharing is still helpful for simple issues and quick visual checks. However, it works best when combined with more interactive support tools.
Yes, Glance co-browsing tools work on mobile devices. This is important because many customers use their phones and need help on smaller screens.
